Discuss Salesforce CRT-101 Exam Topic 7 Question 83

The administrator at Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent creating them, however, the manually created cases now show the administrator as the owner.

What will the administrator find when troubleshooting this issue?

AAn escalation rule is changing the case owner on case creation

BThe Assignment Rule checkbox is selected by default.

CAnother assignment rule is giving ownership to the administrator

DThe Owner field is missing on the webform and email template.

Suggested Answer: B

The Assignment Rule checkbox is a checkbox that appears on manual case creation pages when assignment rules are defined for cases. The Assignment Rule checkbox determines whether or not to apply assignment rules to manually created cases. If the Assignment Rule checkbox is selected by default, then any manually created cases will be assigned according to assignment rules instead of being owned by the agent creating them. To prevent this from happening, an administrator can either deselect the Assignment Rule checkbox when creating cases manually; or change the default setting for this checkbox under setup by selecting or deselecting Use active assignment rules by default. Reference: https://help.salesforce.com/s/articleView?id=sf.customize_casesupport_assign.htm&type=5

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32 comments · newest first

Melissa 11 months ago

Nah, I doubt it's the webform issue.

Melvin 11 months ago

The Assignment Rule checkbox being selected by default makes sense too.

Eden 12 months ago

Wait, how can the admin be the owner? That seems off.

Amira 12 months ago

I think it's definitely option C.

Elouise 1 year ago

Sounds like another assignment rule is messing things up.

Slyvia 1 year ago

I wonder if the Owner field being missing could cause this issue. It seems like it could lead to unexpected ownership assignments.

Carolann 1 year ago

I feel like I read that the Assignment Rule checkbox is selected by default, but I can't recall how that affects manual cases.

Hortencia 1 year ago

This sounds similar to a practice question we did about case ownership. I think option C might be the right answer.

Mireya 1 year ago

I remember something about assignment rules, but I'm not sure if they can override manual ownership.

Zena 1 year ago

I'm pretty confident I know the answer on this one. It's got to be option C - another assignment rule is giving ownership to the administrator. That's the most likely explanation based on the details provided.

Geoffrey 1 year ago

Okay, I think I've got a strategy here. I'll start by checking the assignment rule itself to make sure it's configured correctly. Then I'll look for any other rules that might be overriding it.

Edelmira 1 year ago

Hmm, I'm a bit confused. I'm not sure if it's an escalation rule, another assignment rule, or something else causing the issue. I'll need to do some digging.

Brunilda 1 year ago

This seems like a tricky one. I'll need to carefully review the details of the assignment rule and look for any other rules that might be interfering.

Salena 1 year ago

Hmm, I'm a little unsure about this one. I know the Housing Acts covered a lot of different programs, so I'll have to think through the details to make sure I get the right one.

Reita 2 years ago

This question is making my head spin. I'm just going to go with A. An escalation rule is changing the case owner on case creation. Why not, right?

Jody 2 years ago

I bet the administrator forgot to check the 'Don't Overwrite Owner' box on the assignment rule. Classic mistake, if you ask me.

Alease 2 years ago

↳ replying to Jody

C) Another assignment rule is giving ownership to the administrator

Keith 2 years ago

↳ replying to Jody

B) The Assignment Rule checkbox is selected by default.

Stevie 2 years ago

↳ replying to Jody

A) An escalation rule is changing the case owner on case creation

Yasuko 2 years ago

I believe another assignment rule might be giving ownership to the administrator instead.

Joanna 2 years ago

I'm stumped on this one. I'm going to guess B. The Assignment Rule checkbox is selected by default. But I'm not too confident about that.

Sunny 2 years ago

↳ replying to Joanna

User1: Let's wait for more suggestions before making a final decision.

Emmanuel 2 years ago

↳ replying to Joanna

I agree with User2, it could be D.

Cecil 2 years ago

↳ replying to Joanna

Maybe it's D. The Owner field is missing on the webform and email template.

Tyra 2 years ago

↳ replying to Joanna

I think it might be C. Another assignment rule is giving ownership to the administrator.

Sabrina 2 years ago

Ooh, this is a tricky one. I'm going to go with D. The Owner field is missing on the webform and email template. That could definitely cause the problem.

Alexis 2 years ago

Hmm, I think the answer is C. Another assignment rule is giving ownership to the administrator. That seems like the most logical explanation for the issue.

Belen 2 years ago

↳ replying to Alexis

I think we should check if there's an escalation rule changing the case owner as well.

Georgeanna 2 years ago

↳ replying to Alexis

But could it also be that the Assignment Rule checkbox is selected by default?

Chandra 2 years ago

↳ replying to Alexis

I agree, it's probably another assignment rule causing the issue.

Roy 2 years ago

Maybe the Assignment Rule checkbox is selected by default causing this issue.

Luke 2 years ago

I think the administrator should check if an escalation rule is changing the case owner.

Salesforce CRT-101 Exam - Topic 7 Question 83 Discussion